Guests complaining after they have left

[Der Alte Fritz]

Rather an odd one today.
Couple booked in by their daughter for two night stay. Checked in early, had a cream tea, had three course dinner, stayed the night, asked throughout "Everything alright for you?". Answered "Lovely every time. Appeared in middle of breakfast, lady said she was ill, could they go home please, did not want breakfast, husband already in car, packed and ready to leave.

"Not a problem, I will only charge you for what you have used, can re-sell the second night for you - normally we would charge for that night but am sure can re-sell it."

Great and off she goes. Re-sell the second night within half and hour (actually to some other guests who wanted another night.)

Two hours later get an outraged email from the daughter, saying she wants their money back as they hated staying with us and feigned illness to escape. They did not say anything to us because they did not want to make a fuss ....but I want a full refund!

Any ideas?????????

[Martin]

Unfortunately, you'll probably be finding out on Tripadvisor within a few days...

Cheers,

Martin.

[Sue: White Horse Walking Holidays]

How bizarre. Just too tight to want to pay, no doubt. Did you pick up any negative vibes from them at the time? Assuming not and everything was up to standard, I certainly wouldn't be giving them a refund. I hope they paid by cash or card and not by cheque.

[Der Alte Fritz]

No negative vibes at during their stay. One of daughters complaints was that they did not have a view of the garden but their room over looks a pool, a waterfall and a Japanese garden with a willow tree.

They paid by card so I only hope they do not complain to card company. But defintiely no refund.

Wrote and explained things to the daughter, she replied saying that I was being defensive and she was only complaining that our website is misleading. Sent her off in sirection of B+B Association.

Were they expecting a 5 star hotel room? We are a 4 star Gold Guest House. You get to stay in a historic Tudor 600 year old building in a preserved medieval town, rooms are small but larger than VB standard; the mattresses are new, good quality bed linen, Laura Ashley soft furnishings, flat screen TV and DVD and radio, modern but small bathroom, White Company toileteries, organic meat, fresh fish from 2 miles away, local fruit and veg for dinner with wine list, full bar, residents sitting room, 2 acres of garden.

And you get this for at least 30% less than the local 2 or 3 three star hotels charge and the same rate as every other guest house in the area.

Have a look at www.thestrandhouse.co.uk

[barbersdrove]

Sometimes the customer isn't always right! If you can genuinely say that your website gives an honest picture of what's on offer I would hold fast. If they do do a review on trip advisor, give the reply you've given here. I think it sells your place well.

[joyce_taylor]

It sounds like a con but Martin is right this type will probably slate you on tripadvisor and there is nothing thet you can do about it. We had a guy arrive sucking a wasp and I just knew that nothing I could do was going to stop him from slagging us off.We are also 4* and 99.9% of people tell us they have had a great time, a lot of them write or send us Thank-you cards and that helps us to ignore the occassional chancer or nutter.

[_grockles]

We just had a similar experiene with a self catering customer. They arrived early were allowed to check in and left half way through the week. They were asked if all was ok. They cited work commitments as the reason for having to leave early. Then have then given us a negitive rating on a feed back site. We emailed them and asked them to share their views with us. We replied to all their complaints and made a discount offer on a future holiday. I'm sure they won't use it, but they can't tell others that nothing was offered them. I personally think they fell out before they got here and didin't make up, so went home but we got the short end of it.
Some people are just born to complain and you can't help them.

[joyful]

I have found in over 12 years in business that its ALWAYS the ones who arrive EARLY that can be a problem from the start. If you let them in early and be kind I often find that they repay you by being very demanding all through the entire stay. They breached a weakness in you when you let them in early!!! I also had a similar experience this year. A family stayed, all deadly quiet, couldn't get a word out of them so left them alone. On leaving sensing "something" was wrong and wanting to get it sorted before they launched into Trip Advisor I asked if "everything was satisfactory". They couldn't find a complaint as I asked if food, towels, location etc.,was all OK, which it was. I tried to pin down the older lady who said "the room was dark". We then found 2 light bulbs had gone which were not reported by her - and as room is in fact quiet light we hadn't needed to turned lights on to clean if they had blown the day before. However, on reflection, in my display cabinet is an ornament that gives away my former job in civvy street. Usually admired and commented upon by all regardless of their occupation whatever etc.I have therefore removed it in case that was the "source" of dis-ease! Unfortunately Trip Advisor means that where many of us might have had a "light hearted" conversation or even a quip here and there, will not happen now for some as it might be reported verbatim on Trip Advisor etc. B&B has changed and not always for the better. One does get the occasional guest whom there is just no pleasing and as one forum writer so correctly put it - turned up sucking a wasp! Love it!